|Job Title||Head of Group Marketing and Customer Experience|
|Organisation||City & Guilds|
|Subscription Level||Small Business Multi-user|
|Registered Since||26 Jul 2007|
|Areas of Expertise||B2B Marketing, Online Customer Service, Strategy & Operations, Customer Experience, Email & eCRM|
Heading up City & Guilds' Group Marketing and Customer Experience team to deliver corporate camapaigns, implement common marketing platforms for the business units and drive the customer experience programme.
Previously Head of Online Self-Service at Vodafone creating self-service capability and improving the multi-channel experience across B2C and B2B to reduce operating costs and grow in-life revenues. My work covered defining the website strategy and delivery through to transformation of back-office and core business processes to ensure the end-to-end customer experience is optimised.
Education and Qualifications
BA (hons) Business Studies
MSC Management Science & Operational Research